When a road traffic accident happens, it can be stressful, time-consuming and disruptive, especially for public transport operators and fleet managers, and so in an effort to ease these burdens, many organisations turn to accident management companies (AMCs) to step in and help drivers with claims handling, recovery, replacement vehicles and repairs, and even to deal directly with insurers on behalf of the motorist.
Alongside this sits repair management, which has a slightly different focus.
Repair management specialists, such as CVS, concentrate specifically on vehicle repairs and the coordination of that process, and rather than managing the entire claim, our focus is on reducing downtime, providing clear communication and ensuring repairs are carried out to a high standard across a trusted national network.
Both accident management and repair management do play valuable roles in the transport and insurance sectors, however, research suggests that motorists and businesses sometimes feel uneasy about using AMCs, and some apprehension still remains about conducting business with them.
In this article, we aim to provide the context and clarity into the key reasons why trust can be an issue, and why repair-focused solutions are seen as a reassuring alternative.
1. Perception Of Hidden Costs
One of the most common concerns about accident management is the way costs are handled.
This may be because AMCs often arrange credit hire vehicles or manage repairs through insurers, and some customers therefore worry about charges that feel unclear or higher than expected.
In recent years, national media reports have highlighted cases where the cost of hire cars or repairs escalated quickly, such as one from the Guardian whereby minor accident claims resulted in around £1,500 of repair work, and ended up costing insurers over £15,000 once hire car charges were included, and reports from the Competition and Markets Authority (CMA) which have raised concerns that credit hire arrangements can add hundreds or even thousands of pounds to a claim, pushing up overall insurance costs for the market.
As a result, it’s no surprise that drivers are feeling increasingly unsure about how their bills are being calculated, and for operators who need predictable budgets and cost control, this lack of clarity can create uncertainty for them also, especially when it comes to forecasting spend.
2. Transparency And Communication
More often than not, trust comes down to how clearly a service is explained, and industry surveys such as the DCL Broker Barometer, suggest that many brokers and customers would welcome more transparency in how accident management fees and processes are communicated.
By comparison, repair management services are designed to provide straightforward updates including clear pricing, progress tracking and a focus on getting vehicles back on the road without unnecessary delays or complexity.
This level of clarity is especially important for fleet operators who often manage dozens or even hundreds of vehicles at once, as knowing exactly what is happening, how long repairs will take, and what the costs will be not only supports better planning, but also reduces the stress that comes with unplanned downtime.
3. Customer Experiences
Feedback from drivers shows that real-world experiences shape trust more than anything else, and across social media channels such as Facebook and TikTok, some motorists are very vocal in their feelings of confusion about who is responsible for what in the claims process, or unsure who to contact when delays occur.
Similarly, discussions on community forums such as Reddit’s r/LegalAdviceUK highlight frustrations around poor communication, unexpected hire car charges and uncertainty about how long vehicles will be off the road. And while yes, many people do appreciate the initial support AMCs provide during what is often a stressful time, the lack of clarity in some cases leaves customers wishing for a more predictable and transparent service.
4. The Wider Insurance Picture
It’s also worth noting that distrust in AMCs often reflects wider scepticism towards the insurance industry. For example, the Financial Conduct Authority’s (FCA) Financial Lives 2024 survey revealed that nearly half of UK consumers question whether insurers act in their best interests, with overall consumer satisfaction with insurers falling to 84% in the last quarter of 2024, down from 86% a year earlier.
Similarly, the Fairer Finance Trust in Insurance Index – Autumn 2024 indicated that dissatisfaction with price and poor claims experiences are key drivers of customer distrust also.
As a result, this broader mistrust extends to AMCs almost by default, as they are often perceived as closely linked to the insurance sector, whereas in contrast, repair management services, which are more operationally focused, may be viewed as more transparent and directly accountable to fleet operators, potentially fostering greater trust.
5. Why Repair Management Can Build Confidence
Whereas the reasons people sometimes feel wary of AMCs can be summarised as worries about hidden or unclear costs, a desire for more straightforward communication, confusion over who is responsible during the process and a wider lack of trust in the insurance industry.
By contract, repair management is designed to directly address these concerns, giving fleet operators and motorists greater confidence throughout the repair process.
This is ultimately because at the heart of repair management, is transparency, where clear, consistent pricing ensures operators know exactly what to expect, with no hidden fees or surprise charges.
This transparency also extends to communication, whereby dedicated account managers provide reliable updates and accessible information at every stage of the repair, allowing operators to see exactly where each vehicle is in the process, which repairs are being carried out and how long downtime is likely to be, all of which helps to reduce stress and improve planning.
But repair management also focuses on operational efficiency too, as unlike services which combine claims handling and repairs, repair management prioritises getting vehicles back on the road quickly and safely.
This is particularly important for transport operators, where downtime can affect passenger confidence, contractual obligations, and overall operational costs, and by managing repairs through a network of vetted, trusted specialists nationwide, operators can be confident that work is conducted to a high standard, consistently and reliably.
Trusting In the Professionals, Our CVS Team Are Here to Help
At CVS, these principles are built into every aspect of our service, and we’re proud to offer:
- UK-wide repair support which ensure vehicles can be serviced wherever they are
- Dedicated fleet account management to offer a single point of contact for clear, consistent updates
- Fast, reliable turnaround times which reduce disruption to operations
- And expertise in compliance and downtime reduction, to help operators stay on top of regulatory and operational requirements
But above all, focusing purely on the repair process allows us to remove much of the uncertainty that can exist when claims and repairs are managed together, meaning that by choosing CVS, operators can benefit from peace of mind knowing their vehicles are in expert hands, repairs are being handled efficiently, and every that stage is transparent and accountable.
This is why many operators choose repair management as their preferred solution, and it’s why CVS continues to be a dependable partner for fleets across the UK.
If you’d like to find out more about partnering with us, visit our website, call 0333 3609525 or email: enquiries@completevs.co.uk to speak with our team today.
